Operations Experience Manager

About the role

The Home Depot is hiring an Operations Experience Manager (Ops XM) for its Bullard store. The Ops XM is a member of the store leadership team who executes store standards for customer service, department readiness and operational processes, and leads the Order Fulfillment team in picking, staging and loading. The role also covers Manager on Duty (MOD) functions, including opening and closing, and reports to the Operation Assistant Manager with four direct reports.

Key responsibilities

• Service leadership: coach the team on the GET culture, direct receiving (D93) and order fulfillment (D94) workflows so orders meet SLAs, audit delivery orders for accuracy and quality, and resolve customer concerns while escalating complex issues.
• People: help with recruitment and interviews, monitor staffing and attendance, keep D93/D94 training current, coach associates on performance and development, and uphold the Voice of the Associate.
• Safety: enforce hazmat procedures, SOPs and safety guidelines, correct unsafe behavior immediately, guide use of PPE and safe lifting, and keep aisles clear.
• Shared MOD duties: open and close the store per security SOPs, lead store kickoff meetings, run hand-off walks, verify checklists and equipment safety inspections, and review upcoming events and ads.
• Operational standards: ensure in-stock maintenance and store appearance guidelines are followed, and implement Shrink Action Plans where applicable.

Required profile

• Able to work a flexible schedule, including nights, weekends and overtime.
• Legally permitted to work in the United States.
• 1 year of relevant work experience, including managing people and retail operations; preferred: 2+ years and 1+ year of leadership experience, preferably in big-box retail.
• Preferred: 1+ year of merchandising and/or operational experience, knowledge of the home improvement industry, and a high school diploma or GED.

Physical demands include intermittent periods of continuous exertion such as walking, standing, stooping, climbing and lifting material or equipment, sometimes heavy or awkward. The work is typically indoors, with possible exposure to dust, fumes, odors, temperature extremes, loud noise, strong drafts or bright lights. No travel is required.